The Google Search Appliance (GSA) seems to be an object that the enterprise software community loves to hate. CMS Watch's negative review last week caught my eye. While, I have always known that people did not understand the Google Search Appliance (and search is a hard topic), I have had trouble conveying the difference between enterprise search software and the GSA to people interested in a search solution.
Bill McColl's post gave me an 'a-ha!' moment. Unlike, enterprise search software, the GSA is "SaaS in a box." Google has put their software, built for the cloud, onto a standalone computer, so organizations can use "the Google cloud" behind the firewall.
This is different from search software built from the ground up to run in an enterprise. Organizations that do not understand the different may find themselves spending millions due to a lack of understanding.
Is one better than the other? Well, your path should be based on budget and business need. However, explaining the differences is hard and one that Google does not try to communicate with clients. (They genuinely believe that this is "obvious" and "easy." Ah, to have that luxury!) Google pitches the benefits of a "SaaS": low cost, rapid deployment, easy to use etc. However, after time most businesses want to customize their search system, and few think that they can with a GSA because it is an "appliance."
Enterprise search systems are "fuzzy" for a reason. Every enterprise search vendor gathers requirements before someone (generally a search professional from the company at hundreds of dollars an hour) sets up the system. There is no "default" setting.
"SaaS in a box" is different. Businesses can get up and running quickly and offer search results in a day. Businesses turn it on, crawl some content, and move on with life. I am impressed by the GSA because many are happy with this, fully appreciative of how complicated search systems have become. However, some businesses complain about their GSA results and call in other enterprise software vendors and solutions as opposed to investing some time and money in customizing their GSA. (Enterprise search vendors are not the best source of search advice in general.)
Customize the GSA? Customize a "SaaS in the box." Yes, this is possible but terribly understood. In the Google (and cloud) fashion, you have to manipulate the information through APIs. You want to improve your box? Just go here: http://code.google.com/apis/searchappliance/documentation/50/index.html. Simple! Google itself believes that customizing the GSA is "easy." However, based on some the negative feedback in reviews and lack of customization of GSA owners, it appears otherwise. Remember that search is not easy.
Google does not provide professional services to customize the box, so there isn't anyone educating the GSA clients on the products and potential. Additionally, search professional services are not cheap, so many businesses have not planned for the additional costs to improve the search system. They do believe that a "Google in a box" will solve all their search ills by magic. Compare the Google "credit card" sales cycle to an enterprise software sales cycle where highly paid professional service and software sales people set cost and effort expectations. The opportunity for confusion is readily apparent.
To those managers out there, realize the the GSA is a "SaaS in a box" and as with any SaaS service, there are ways to customize your experience. However, the procurement of professional services will fall on you. Google do not have sales people trying to sell you customizations, and the universe of people who understand the search space is small.
If you don't think that the GSA can do "something" or are unhappy with it, take a step back and think about your goals. I have seen firsthand businesses switch a GSA for an much more expensive enterprise search product, not for requirement reasons, but simple lack of understanding.
The current economic situation does not allow business to purchase expensive systems for the wrong reasons. Your business may need enterprise search software as opposed to a "SaaS in the box," but make justify the budget differences.
This goes for any SaaS service whether it is in the clouds or in a box.
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2 comments:
How is our review negative? It's pretty much to the point -- a point you're making yourself as well: it's difficult conveying the difference between enterprise search software and the GSA.
Google marketing isn't helping in that respect (pitching it against FAST and Autonomy, which it is not). I think your analogy of "SaaS in a box" is more just, and, at least to those in the IT department, would create much more understanding of what they're getting and how they'd go about customizing it.
Hello Adriaan. I have to say that I was surprised that you don't see the review as negative. But I will agree that "negative" is probably too strong a word.
The point that I really want to make is the the Google Search Appliance with our <shameless plug> professional services and products <shameless plug> can compete with FAST and Autonomy.
I can say with confidence that a GSA with Google Enterprise Marketplace products and services will deliver a better and lower cost solution than FAST and Autonomy. Not to mention much faster deployment times and higher user satisfaction. (I know it drives people crazy that the Google logo generates higher satisfaction. Hey, I used to fight that battle, until I decided to give up and join them. I think that means I am officially getting old :-)
People have to realize that services are needed around the GSA for "enterprise search software" installations. But that isn't a bad thing given the amount of professional service work that goes into FAST or Autonomy installations.
But, yes, Google marketing isn't helping that stating that it can compete "out of the box." Most organizations don't have the expertise (or time or inclination) to do professional search services in house.
In sum, we are on the same page, and I would like to see the GSA reviewed with some of the value added products that will make it compete with FAST and Autonomy.
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